Refund policy

At Lumelyy we stand behind every device we ship. This policy explains how we handle items that arrive damaged or faulty, orders that go missing in transit, and returns when you simply change your mind. It applies to all of our devices – Smooth, Glow, Silk, Soft, Flow and Wave. In short: report a damaged or defective item within 15 days of delivery and you choose a full refund or a free replacement; return an unused, unopened item within 30 days for a full refund; and every approved refund is paid in full, in cash, to your original payment method – we never issue store credit.

Damaged or defective items

If your device arrives damaged, defective, or develops a functional fault, you are covered when you tell us within 15 days of delivery.

  • Visible shipping damage: please photograph the parcel and the item as you open it, so we can see the damage, the packaging and the shipping label.
  • Functional defects: send us clear photos or a short video showing the problem, within 15 days of delivery.

Once we have reviewed your proof, the choice is yours: a full refund or a free replacement. An opened unit is completely fine for a genuine defect or damaged-on-arrival claim – you do not need to keep it sealed to be eligible. The exact proof we ask for may vary by product and by the nature of the claim, and we may request additional material to assess it. After 15 days from delivery, items are no longer eligible under this section (see Warranty below for the Smooth’s longer cover).

Wrong or missing items

Received the wrong product, or is an item or accessory missing from your order? Contact us with your order number and a photo of what arrived, and we will reship the correct or missing item free of charge.

Lost or undelivered orders

Orders are dispatched the next business day and a tracking number is emailed to you within 24 hours of payment. If tracking shows no movement for around 25–30 days after dispatch, we will treat the order as lost and, once confirmed with the carrier, issue a full refund or a free reshipment – your choice.

  • Carrier-caused non-delivery (lost in transit, courier failure): fully covered.
  • Customer-caused non-delivery: if a parcel cannot be delivered because of an incorrect or incomplete address entered at checkout, or because it was not collected in time from a pickup or drop-off point, the loss is not covered. We may ask you to verify your address with a supporting document; if the address was correct and the item still did not arrive, we may issue a replacement on a case-by-case basis.
  • “Tracking says delivered but I did not receive it”: contact us and we will review the case with the carrier. Where the fault lies with the delivery rather than with the address you provided, we will make it right.

Changed your mind? 30-day returns

Not for you? You can return your device within 30 days of delivery for a full refund – provided it comes back untouched. To qualify, the item must be unopened, unused and in its original, undamaged packaging with all included accessories, and our returns team must confirm it is in that condition before a refund is approved. Opened or used items do not qualify for a change-of-mind return (a genuine fault is handled under Damaged or defective items above). To start a return, contact support and we will send you the return address. You arrange and pay for return shipping, and we recommend using a tracked service so your parcel can be followed.

Warranty

Every Lumelyy device is covered against damage and defects for the first 15 days after delivery, as set out above.

The Smooth (IPL) carries an additional 1-year limited warranty against genuine manufacturing defects, valid for one year from the date of purchase. To make a warranty claim, contact support. Approved units are returned to our warehouse and logistics team (based in China) for assessment, and you cover the return shipping. Where local law provides for a longer period we will honour it, and coverage may vary by region.

The 1-year warranty does not cover:

  • misuse, or failure to follow the instructions supplied with the device;
  • exceeding the lamp’s rated number of flashes or usage limit (the light source has a limited lifespan);
  • disassembling or modifying the device;
  • liquid ingress, improper storage, or rodent damage;
  • use in an unsuitable environment or under excessive workload;
  • events beyond our control, including fire, earthquake, flood and other force majeure.

Our other devices – Glow, Silk, Soft, Flow and Wave – are covered by the 15-day protection above and carry no separate manufacturer’s warranty beyond it. To the fullest extent permitted by law, we are not liable for any indirect or associated losses arising from a product fault.

How to start a claim

To start any claim or return, email hello@lumelyy.com or call us at +1 (510) 312-5238. Please include your order number, a description of the issue, and clear photos or a video wherever damage or a defect is involved. Our team will confirm the next steps and, where relevant, provide the appropriate return address.

Refunds

Every approved refund is issued in full to your original payment method – we do not offer store credit, gift-card credit, or a partial payout in place of a cash refund. Once your claim or return is approved, please allow 5–7 business days for the refund to appear, depending on your bank or card provider. We cover return shipping only for items that arrived damaged or defective within the 15-day window. Returns under the Smooth’s 1-year limited warranty, and change-of-mind returns, are sent at the customer’s own cost.

Damage caused by the customer

Products damaged by the customer – through misuse, accidents, improper handling, or use contrary to the instructions supplied with the product – are not eligible for a refund, replacement or credit.

Fraudulent or manipulated claims

Any customer found to be using AI tools, image or video editing, or any other means to fabricate or misrepresent damage in order to obtain a refund or replacement will be automatically flagged. Such customers will be denied any reimbursement for the order in question and may be required to provide additional verified proof for any past or future order claims.

Non-returnable items

Certain items, such as gift cards and clearance items, may be non-returnable. This will be indicated on the product page.

These are our final terms for any refund, return, replacement, warranty or lost-order claim. This policy does not affect your statutory rights. Questions? Write to hello@lumelyy.com.

Product images & accuracy

Product images, videos and previews are provided for illustration and demonstration purposes only. Actual products, colours, finishes, packaging and included accessories may vary, and some devices – including the Lumelyy Smooth – are corded and connect to a mains power outlet (using the included adapter) during use. Minor cosmetic differences between an image and the item received – including a power cord not shown in a photo – do not make an item faulty or “not as described”, and on their own are not grounds for a refund. This does not affect your legal rights: if an item is faulty or materially different from its description, you keep all remedies available to you under applicable consumer law. The accessories included with each device are those listed in the “In the box” section of that product’s page.